This compatibility matrix specifies all supported configurations and versions for Cisco Unified Contact Center Enterprise 8.5(x). The information in this compatibility matrix supersedes compatibility information in any other Cisco Unified Contact Center Enterprise documentation. If a configuration or version is not stated, that configuration or version is not supported.

Outbound Option SIP Dialer: Supports 28xx, 38xx, AS5350xm, and AS5400xm gateways with a PVDM2 DSP card Supports ISR G2 gateways (29xx and 39xx) with PVDM3 DSP card When needed for design, requires Cisco Unified SIP Proxy Version 8.5(1) or laterSupports IOS Release 15.1(x)T, 15.2(4)MCUBE cannot be used as a SIP proxy for the SIP dialer. However, CUBE is allowed between the Gateways and rest of UCCE/ICM solution only when implementing MediaSense. Please reference the MediaSense SRND for full implementation details.

Unified CCE 8.5(x) Central Controller supports PGs running at the following versions for backward compatibility during upgrade: 7.5(x) and 8.0(x). For UCM compatibility for these PGs, see the UCM Compatibility Guide.

Unified CCMP 8.5(1), which is supported on Microsoft Windows 2003 is compatible with Unified CCE 8.5(1). Unified CCMP 8.5(2) and 8.5(3), which are supported on Microsoft Windows 2008, are compatible with Unified CCE 8.5(2), 8.5(3), and 8.5(4).

The PG, CTI Server, and CTI OS server versions must all be at the same version. Additionally, the PG, CTI Server, CTI OS Server, and CTI OS desktop versions cannot be higher than the Central Controller version.

Backward compatible PGs are intended to be supported during the transition when you upgrade the Central Controller and PGs to the same version.

MR PG and Dialer must be at the same version.

General Compatibility Notes and Limitations

Component

Notes

Phones

The following general limitations pertain to IP phones used with Unified CCE Enterprise deployments:

Third-party SIP phones are not supported as contact center agent phones. The SIP standard does not include the necessary messaging for third-party Call Control (3PCC). Unified CCE relies on CTI capabilities on the SIP phones that third-party phones do not have. As an alternative, you may choose to deploy the Mobile Agent solution to enable Cisco Unified CCE and Contact Center Hosted (CCH) to use any phone as an agent phone. Please consult with your Cisco Sales Engineer for additional detail on this configuration.

UCM Silent Monitoring is the only type of Silent Monitoring that is supported with VXI/VDI.

Desktop solutions are supported on PC-like devices only that utilize a keyboard and mouse (no tablets or mobile devices supported at this time).

The customer is not required to use Cisco VXI endpoints in a VDI solution. The customer can use any VDI endpoint that supports the specific Citrix or VMWare VDI solution versions supported by Cisco. The customer is responsible for ensuring that bandwidth and any other deployment considerations ensure that the solution can meet the performance and timing requirements of CTI-OS.

For information about CAD wih thin client and virtual desktop environments, see the Integrating CAD with Thin Client and Virtual Desktop Environments document.

Application Virtualization

Windows Server 2008 R2 (SP1)

Cisco Client Version

Version

Citrix/XenApp

Remote Desktop Services platform

CTI-OS Clients (All CILs)

8.5(3), 8.5(4)

XenApp 6.0

Windows Server 2008 R2 (SP1)

CTI-OS Clients (All CILs)

8.5(x)

XenApp 5.0

Windows Server 2008 R2 (SP1)

Siebel Compatibility

Cisco Siebel Driver

Siebel Release

8.5(x)

7.8(x), 8.0(x), 8.1(x)

ICM-to-ICM Gateway Requirements

The following are system requirements for ICM-to-ICM Gateway.

Both the Client ICM and Server ICM must be supported releases of Unified ICM, and they must be within one major version of each other. If two connected ICMs are running with different releases of Unified ICM software, only the ICM-to-ICM Gateway features supported by the lowest numbered release are available.

ICM-to-ICM Gateway Client and Server Release Requirements

Client/Server 1

Client/Server 2

Comments

8.5, 8.0

8.0, 8.5

UCCE 8.5

IP Phone Support

IP Phone

Supported

Notes

99xx series

Y

9951 and 9971 are supported.The 99xx series is not supported with RSM.

89xx series

Y

8961 is supported.The 89xx series is not supported with RSM.

797x

Y

7970 is not supported with Unified CM based Silent Monitor or RSM. 7975 only is supported with Agent Greeting or Whisper Announcement.

796x

Y

7961, 7962, and 7965 are supported.The 7960 model is not supported with Unified CM based Silent Monitor, RSM, or Agent Greeting and Whisper Announcement.

794x

Y

7941, 7942, and 7945 are supported. The 7940 model is not supported with Unified CM based Silent Monitor, RSM, Agent Greeting, or Whisper Announcement.

793x

N

792x

Y

7921 and 7925 are supported.The 792x series is not supported with Agent Greeting or Whisper Announcement.

791x

Y

7910, 7911, and 7912 are supported. The 791x series is not supported with Unified CCE based Silent Monitor, RSM, Agent Greeting, or Whisper Announcement.

69xx series

Y

6921, 6941, 6961, and 6945 are supported.6945 is not supported with Agent Greeting or Whisper Announcement.

Cisco IP Communicator

Y

Versions 7.0(x) and 8.6(x) are supported.Version 7.0(x) is not supported with Agent Greeting and Whisper Announcement.